A fter-sales support should be the reasonable expectation of any customer considering the purchase of automated warehousing equipment and systems. After all, when a company invests in automated technologies, it invests in its future. This also means, for original equipment manufacturers( OEMs), installation and go live is just the beginning of its relationship with clients. Periodic inspection and maintenance is needed to ensure the longevity of all automated equipment and a strong after-service team provides benefits to both clients and manufacturers.
A healthy and consistent working relationship between customers and an after-sales support team provides customers with the benefit of an extended support staff that has experience in servicing multiple sites and systems. For an after-sales support team to be effective in serving customer needs, they rely on the expertise of other departments including project management and engineering( applications, mechanical, electrical, controls and software) to provide customers with complete solutions to meet their needs. Involving the OEM’ s after-sales support team in conjunction with its maintenance and operations teams is a winning combination that provides maximum system up-time benefits as well as the training benefits that come from these combined support efforts.
Hallmarks of Excellent Service
The keys to providing excellent customer service are the experience, dedication and desire of the employees on the after-sales support team to provide the best possible service for customers. When evaluating the after-sales support of a potential automated equipment and solutions manufacturer, companies should ask how long employees have been working with the automation equipment and systems. Also, find out the OEM’ s turnover rate. Longevity and a low turnover rate are two indicators of a team that has the product knowledge and consistency needed to support a company’ s equipment and business for the long term.
Moving Forward— Proactively
While most manufacturers offer service agreements, operating under a proactive system support agreement can have many benefits. These agreements usually include upgrades and retrofitting of projects as technology changes or design improvements are made to the equipment. A proactive service plan eliminates most reactive maintenance events. However, a responsive after-sales service team will help to reduce downtime if there is such an event.
A Win-Win Situation
Customers are not the only ones who benefit from a strong after-sales service team. Manufacturers also benefit. An active after-sales support team is the communication conduit to manufacturers’ customers allowing them to track trends in parts consumption and maintenance needs. This trend information allows them to continuously improve their products and services as well as customer satisfaction through the expected life cycle of equipment and systems.
Automated equipment and solutions are an investment for the long term. Selecting a partner with a dedicated after-sales team ensures that businesses can get the most out of their investment. Similarly, manufacturers that develop effective after-sales teams that provide excellent customer service and proactive solutions will garner greater customer loyalty, thereby leading to continued revenue growth.
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